You can place your order directly through our website, via WhatsApp, or over the phone with one of our client advisors. Once you’ve selected your piece, choose your preferred diamond type, metal, and size, then proceed to checkout or complete your order with our team. For bespoke creations, you may also book a personalized consultation with our design specialists to begin your custom journey.

Absolutely. Every Carats Atelier piece can be tailored to your preferences, from diamond selection, metal type, to engraving, and design modifications. Our Bespoke service allows you to bring your vision to life.

Changes or cancellations can be made within 24 hours of placing your order. Custom or bespoke orders cannot be canceled once design work begins.

We accept all major credit and debit cards, bank transfers, select digital payment options, and cryptocurrency. For high-value purchases, we can also facilitate secure wire transfers through our private client team.

Yes, we partner with trusted payment providers that offer installment or split-payment options. Availability depends on your region and order amount.

You can track your order at any time using your order ID. If you have a Carats account, your order details and status will also be visible in your order history in your account profile.

Once your order ships, you’ll receive a tracking number via email. For bespoke orders, your dedicated consultant will update you personally throughout the creation process.

The timeline depends on the complexity of your design, but most custom pieces are completed within 4–8 weeks. We’ll provide an estimated delivery date during your design consultation.

All diamond jewelry includes an official certificate of authenticity (GIA, IGI, or equivalent). Ready-made jewelry pieces exceeding a specified value will also include a certificate of authenticity.

Upon request, we can also provide an independent appraisal for insurance or valuation purposes.

We ship worldwide from our atelier in Dubai, using insured global couriers such as DHL Express and FedEx.

For items in stock, domestic deliveries usually take 1–2 business days, while international deliveries take 3–7 business days, depending on your location.

Yes. All Carats Atelier shipments are fully insured until they reach you, regardless of destination.

Each piece is presented in our signature Carats box, accompanied by documentation and carefully packaged for security and elegance. Discreet outer packaging ensures privacy.

Customs fees or import duties may apply depending on your country’s regulations. These are determined by your local authorities and are the responsibility of the recipient.

We can update your shipping address before your order ships. Once it’s dispatched, address changes may not be possible for security reasons.

If your package is delayed or missing, our team will work directly with the courier to locate it and ensure resolution. All shipments are insured for your peace of mind.

We accept returns of unworn, non-custom pieces within 7 days of receipt. Returned items must include all original packaging and certificates. Bespoke and personalized items are not eligible for return.

Because bespoke pieces are handcrafted to your specifications, they cannot be returned or exchanged. However, we’re happy to adjust or resize your piece if needed.

Lab-grown diamonds are created using advanced technology that replicates the natural diamond-forming process. They are chemically, physically, and optically identical to mined diamonds. The only difference is their origin.

Yes. All Carats Atelier diamonds, whether lab-grown or natural, are conflict-free and certified by respected gemological laboratories such as GIA or IGI.

We primarily craft our pieces in 18K gold (white, yellow, and rose) and platinum, but can work with any metal upon request to suit your personal preference. Each creation is hallmarked to ensure authenticity and exceptional quality.

Yes. We offer a curated selection of colored gemstones, including emeralds, rubies, sapphires, and other rare stones upon request.

We recommend gentle cleaning with warm water, mild soap, and a soft brush. Avoid harsh chemicals and remove your jewelry before exercising or swimming. Complimentary professional cleaning is available at our atelier.

Every Carats Atelier piece is handcrafted by skilled artisans. Technology is used only for precision. Each creation is finished and polished by hand.

It begins with a consultation to understand your vision, followed by gemstone selection, 3D rendering, and artisan craftsmanship. You’ll be involved in every step, from concept to completion.

All Carats Atelier jewelry comes with a one-year warranty against manufacturing defects and lifetime maintenance services for polishing, cleaning, and inspection.

Every piece includes a certificate of authenticity and hallmarking. We adhere to the highest international standards of craftsmanship and ethical sourcing.